Critical factors affecting performance of logistics operation planning considering interdependency: A case study in automotive aftermarket

Automotive aftermarket operations cover a wide scope from aftersales car maintenance to the last stage of car's lifecycle, including all activities in aftermarket parts and services. Logistics operation planning in automotive aftermarket suffers from demand uncertainty and inaccurate forecasting issues. These issues lead to not only inappropriate inventory level, but also poor performance of order fulfilment and customer satisfaction. Therefore, this study explores the important antecedents of order fulfilment using decision making trial and evaluation laboratory (DEMATEL) based on thirteen criteria. An automotive aftermarket company handling business in Southeast Asia is employed as the empirical case. The methodology can determine the critical factors in the logistics operations of automotive aftermarket considering interdependency among factors involved in the proposed system. According to the analytical results, the company should improve accuracy of demand planning, supply chain lead time and stock availability superiorly.